Position Overview

We are seeking an enthusiastic and results-driven Customer Service Manager to join our team. The Customer Service Manager will lead a team of customer service professionals to ensure an outstanding experience for all of our customers. This role will require a deep understanding of customer service best practices, a passion for the automotive industry, and the ability to manage and improve customer relations in a fast-paced environment.

The ideal candidate will have strong leadership and communication skills, a track record of success in managing customer service teams, and a passion for delivering excellent service.

Key Responsibilities

Leadership & Team Management:
- Supervise, motivate, and develop a team of customer service representatives.
- Set performance expectations and conduct regular performance reviews to ensure team success.
- Foster a positive, supportive, and customer-centric team culture.
- Provide ongoing coaching and training to improve individual and team performance.
Customer Satisfaction:
- Ensure that all customer inquiries, concerns, and complaints are addressed promptly and effectively.
- Resolve complex customer issues by collaborating with other departments as needed.
- Continuously monitor and improve customer service processes to enhance satisfaction levels.
Process Improvement:
- Analyze customer feedback, identify trends, and work with management to improve processes, policies, and service offerings.
- Implement systems to measure customer satisfaction and identify areas for improvement.
- Develop strategies to reduce customer complaints and improve overall service efficiency.
Communication & Reporting:
- Maintain open lines of communication with all departments to ensure a seamless customer experience.
- Report key performance metrics to the General Manager and provide insights on team performance and customer satisfaction.
- Assist in developing customer service goals and benchmarks.
Product Knowledge & Customer Engagement:
- Stay up-to-date on all product offerings, promotions, and dealership policies.
- Provide product knowledge training for customer service representatives to ensure they can assist customers with any inquiries.
- Build and maintain strong relationships with customers, ensuring they have an excellent experience with Markquart Auto.